We’re looking for an outstanding manager to lead our client’s external and internal technical support, ensuring delivery of the highest levels of responsiveness and support to customers on a global, 24 X 7 basis. This key management role supervises six to eight Technical Support Engineers engaged in providing service for a complex SaaS software platform sold to global pharmaceutical and life sciences clients.
You must have a passion for developing best-in-class customer services practices through the hiring and managing of the highest level of talent as well as implementing state-of-the-art productivity and technology tools. You will lead by example, and motivate, reward, and provide career development opportunities for your team. You are a problem-solver
and develop partnerships with internal department heads to enable your team to have the tools and training necessary to provide optimal service, complying with client SLA’s.
You will lead a team of full-time Technical Support employees engaged in problem-resolution for our custom SaaS platform. You will be both a hands-on manager, as well as a leader who uses CRM tools, (in this case Salesforce), to calibrate the team’s activities, appropriately advocate for resources, and create feedback loops to Product Development,
Service Delivery, and Business Development.
You will directly interface with major customers to assist in providing high quality service and support, and for more difficult technical issues you may work independently to solve problems and work side by side with your team members.
You will define and improve how support tickets are prioritized and assigned to maximize the use of your team’s skillsets and provide a timely support experience for clients. You will also provide the team with timely performance feedback, both formal and informal training, and team building to improve customer interactions with the support team. You will have a strong focus on improving the quality and quantity of documentation to empower the team to be self-sufficient and resolve problems consistently.
While the majority of your efforts are directed towards delivering external client support, you will also manage the internal desktop support/IT function and the hardware inventory and software licensing for the Company.
First and foremost, you enjoy problem-solving, love technology, and describe yourself as resourceful and collaborative. You will have five or more years of experience in a similar technical support management position for a SaaS product line, preferably in the healthcare or life sciences arena.
You should have prior experience building and managing a team in an entrepreneurial, rapid growth environment. You pride yourself on leading a high-performing, engaged team who work hard and play hard. You are known for an approachable style, as a creative problem-solver, and a leader who maintains a calm presence in the face of competing or urgent demands.
You have the technical capability and business acumen to be an escalation point for customers and to help prioritize product fixes through your understanding of customer impact and how the platform works. You are an organized, proactive leader and a planner. You have the ability to distinguish between the urgent and the important, to prioritize
accordingly. The successful candidate will have excellent customer service skills with the ability to handle and diffuse difficult situations. A degree in a technical discipline or equivalent experience is required.
From a techncial standpoint, your prior experience should include supporting Linux servers (Red Hat or Scientific Linux is a plus). Exposure to application servers such as Tomcat, JBOSS, Servicemix, or Weblogic is preferred. Your past roles should have provided you with 3 years’ experience with relational databases such as MySQL or PostgreSQL. You should possess a broad understanding of networking technologies, preferably within the AWS environment. Your technical skills should also include shell scripting (Bash, Python). Experience with Windows and OS X operating systems also required.
Most importantly, you should have well developed troubleshooting skills (an out-of-the-box creative problem-solver!) and the ability to learn how all the pieces of an application infrastructure fit together, such that when seeing evidence of failures, you can plan an approach to successfully resolve the issue. You should have experience working with monitoring systems such as Nagios and Monit. Prior experience with ticketing
systems like Salesforce, Desk, the Atlassian suite of products (Jira, Confluence) and RT a plus.
You must enjoy customer contact and can deliver exceptional customer service even during high-priority situations. You respond to users with a high degree of professionalism and accuracy, and so you have outstanding verbal and written skills. Finally, you can multi-task and work under dynamic conditions and constraints with minimal supervision – a self-starter! (i.e. strong analytical, prioritization, time management,
and follow-up skills). Our company is at the intersection of technology, healthcare and big Pharma and prior experience in a similar setting with HIPAA requirements is strongly desired.